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What to do if you don't receive an item you purchased

 

If an item has not been delivered, or if it is significantly different from the seller's description, there are some actions you can take to try to resolve the problem.

Check your item's delivery information

If your item hasn't arrived yet, the first thing to do is check the delivery information. You can find your item's delivery information in your purchase history. In the delivery information, you can:

  • View the estimated delivery date – Your item's estimated delivery date tells you when you should expect to receive the item. If the date hasn't passed yet, your item is probably still in transit.

  • Make sure your delivery address is correct – If the delivery address you provided during checkout is incorrect, select  on the order's delivery information page and see if they'll cancel the order. They can then relist the item for you to repurchase with the correct address. If the seller has already posted the item, they won't be able to change the address. If possible, we recommend trying to collect your package from the original address.

If the latest estimated delivery date has passed and the address information on the order is correct and you still haven't received your item, there are some things you can do to try to solve the problem.

If the item is not eligible for eBay Money Back Guarantee

If the item you purchased is not covered by eBay Money Back Guarantee, let the seller know that you didn't receive the item by opening a request in the Resolution Centre. Most sellers want to find a solution, so you can ask for a refund or wait for the item to be delivered.

If you can't work out a solution with the seller and you paid for the item with PayPal, your item may be eligible for PayPal Buyer Protection. Learn more about PayPal Buyer Protection.

If the item is eligible for eBay Money Back Guarantee

If the item you purchased is eligible for eBay Money Back Guarantee and has not arrived by the latest estimated delivery date, we will ensure that you either receive the item or get your money back.

Report an item not received

  1. If the item has not arrived by the latest estimated delivery date, let the seller know by opening a request in the Resolution Centre. You have 30 days after the latest estimated delivery date to inform the seller that you haven't received the item.

  2. The seller then has 3 business days to provide you with updated delivery information or offer you a refund. If the seller has not resolved the problem after 3 business days, you can ask eBay to step in and help. You have 21 business days from when you let the seller know that you haven't received the item to ask eBay to step in and help.

  3. You can check the status of your request at any time.

If tracking shows that the item you ordered was delivered after you opened an inquiry about an item not received, both you and the seller will receive an email notification. Your request will then be closed automatically within the next 24 hours. You still have the option to ask eBay to step in and help before the request is closed automatically.

If the seller offers you a refund

If the seller offers you a refund, they have 2 business days to process the refund. You will receive an email as soon as this has been arranged.

It usually takes 3 to 5 working days for the refund to be processed through PayPal. If you used a credit card or other payment method, processing may take up to 30 days, depending on the financial company.

How to close an Item Not Received request

If your item arrives after you opened a case, you can close it:

  1. Go to your your purchase history in My eBay and find the order.

  2. Select Item Not Received request.

  3. Select Close Request and choose your reason code to submit.

It is important that you are sure that you want to close this case as you cannot reopen a case after closing it.

Learn more about eligibility for eBay Money Back Guarantee.

Contact Customer Support

If you have an additional question about this subject, please email us at Customer Support.
If you would like to ask a question on another subject, please use the Contact Us page.

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